For ALF to handle conversations well, it needs accurate and up-to-date knowledge articles. The 'Suggestions' feature automatically extracts meaningful knowledge not only from conversations handled by team members, but also from conversations where ALF couldn't answer and an agent responded instead — turning them into actionable suggestions. Instead of manually reviewing all conversation records, you can conveniently manage knowledge by only reviewing the suggested content.
Those who just introduced ALF and aren't sure which articles to write first
Those who find it difficult to verify whether existing articles are up-to-date due to frequent product or policy changes
Those who want to efficiently manage articles without time to review conversation records one by one
To use the 'Suggestions' feature, all of the following conditions must be met:
Growth plan or higher
100 or more conversations in the past 2 weeks (including conversations handled by ALF alone without agent connection)
✔️ If the conditions are not met, the 'Suggestions' feature cannot be used. Instead, you can preview the feature with a sample screen. When you upgrade your plan, actual suggestions will be displayed.
'Suggestions' comprehensively analyzes conversations handled by team members and conversations where ALF couldn't answer and team members responded instead. Based on the analysis, it provides suggestions in the form of what content to add or modify in articles.
Analysis runs automatically every 2 weeks. You can also manually request it by clicking [Get Latest Suggestions] on the [Suggestions] page. When requested, a "Request has been received" notification appears, and you'll receive a notification in the team chat 'My Channel' when the analysis is complete. (Analysis can take up to 30 minutes.)
Suggestions are divided into two types:
Suggestion Type | Suggestion Form | Trigger Condition |
|---|---|---|
❶ Improvement Suggestion | Adds or modifies content in an existing article | When there are 5 or more published articles in the space referenced by ALF |
❷ New Creation Suggestion | Creates a new article and space | When there are fewer than 5 published articles in the space referenced by ALF |
From the ChannelTalk admin screen, go to [Customer] - [Support] - [ALF] - [Suggestions].
'Active' suggestions are displayed in order of importance (High / Medium / Low).
Importance is determined by the average CX score of the conversations that were the basis for the suggestion. Suggestions from conversations with poor responses have higher importance.
The number badge displayed on the [Suggestions] tab equals the number of suggestions in the list. Simply viewing a suggestion does not remove the badge — it decreases only when processed (applied or deleted).
If there are no latest suggestions, click [Get Latest Suggestions] to request analysis. When requested, a "Request has been received" notification appears, and you'll receive a notification in the team chat 'My Channel' when the analysis is complete. (Analysis can take up to 30 minutes.)
Click a suggestion in the list to open the detail screen.
❶ For Improvement Suggestions
Changes to be added or deleted on top of the original article are displayed in a color-coded comparison format.
Each change item shows a change summary and the number of conversations that were the basis for the suggestion.
Click the conversation count to directly check the actual conversation content.
❷ For New Creation Suggestions
You can preview the full content of the article to be newly created.
❶ For Improvement Suggestions
If there are items in the detail screen you don't want to apply, click the 'Reject' button next to that item.
Rejected items are displayed in gray. You can revert them back to approved status if needed.
❷ For New Creation Suggestions
If you don't want to create a new article with the suggested content, click [More] - [Delete Suggestion] at the top to delete the suggestion.
❶ For Improvement Suggestions
Click the [Apply] button in the upper right, and all items that were not rejected will be automatically applied.
A new version of that article will be created and published.
Note: Once applied, you cannot revert to a previous version. Instead, you can check the content before modification in the 'Version History' within the article.
❷ For New Creation Suggestions
To proceed with creating a new article with the suggested content, click [Create].
A new space will be created, and a new article within that space will be published. 'Enable ALF reference' will also be automatically applied.
Applied suggestions disappear from the list and can be confirmed as "Applied" status in the [Suggestion Log].
Suggestions are managed in the following four states:
Status | Description | Where to Check |
|---|---|---|
Active | Suggestions waiting to be processed | [Suggestions] list |
Applied | Suggestions processed with [Apply] | [Suggestion Log] |
Expired | Suggestions automatically expired after not being processed within 2 weeks | [Suggestion Log] |
Deleted | Suggestions manually deleted | [Suggestion Log] |
Suggestions that are not processed within 2 weeks of creation will automatically expire. If you couldn't review them in time, request new suggestions again with [Get Latest Suggestions].